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Senior Manager - Customer Advocacy (CX Governance & Tactical Implementation)

Keywords / Skills : Customer Relationship Management, Project Management, Policy Formulation and Method, CAPEX, Mavcom, MOT, CAAM, Strategic Planning, Business Planning, Compliance

7 - 17 years
Posted: 2018-10-08

Nationality
Malaysia
Industry
Customer Service
Retailing
Consultancy
Any
Function
IT
Customer Service/Call Centre/BPO
Legal
Role
Operations Manager
Manager - Service Delivery
Trainer
Quality Assurance/ Control
Education
Bachelors
Degree
Posted On
8th Oct 2018
Job Description
ESSENTIAL POSITION FUNCTIONS
  • Translate Customer Advocacy Business Plan into Tactical implementation Plan and develop yearly Roadmap for the Implementation Timeline
  • Drive and monitor the implementation of Company Customer Experience Council and Service Level Committee
  • Drive and monitor quick win, medium and long term service improvement initiatives on Customer Experience at all airports
  • To facilitate replication of any effective delivery on CX improvement initiatives (ie CARE Ambassadors Program) to other selected airports
  • Collaborate with Corporate Communications Division on any public campaign with regard to promote customer experience
  • Drive an enterprise-wide understanding of and focus on the impact of projects and maintenance/infrastructure works on the customer, ensuring the customer is considered at every stage and that appropriate mitigations and communications are implemented in a timely fashion
  • Analyze all customer complaints received from all channels & produce monthly reporting
  • Tracking the utilization of yearly Capital Expenditures investment at MA Sepang & MASB International Airports
  • Monitor, analyse & prepare monthly performance result pertaining to Operational Indicators and Guest Experience Dashboard
  • Monitor, analyse & prepare monthly performance result of Quality of Service (QoS) elements regulated by MAVCOM
  • Risk Management reporting for service elements
  • Continuously assess the effectiveness of existing customer experience program and metrics. This is to ensure the outcome of each initiative is aligned toward achieving Company business goals.
  • Provide insights for projects prioritization and business decisions about policies, processes, technology, and communications

Key Challenges
  • Rapid passenger growth, increasing CAPEX requirements and MAVCOM regulations make it more crucial for Company to redefine service level
  • Defining right issues from customer’s perspectives and prioritizing initiatives that are most impactful
  • Missing momentums in the short term plan and completion of the initiatives; mostly due to lack of coherence and control in organizational processes, significant cultural barriers and lack of systematic assessment for course corrections
  • Being a wide organization, strategic management is challenging with difficulties in coordinating, collaborating and communicating among the divisions
  • Keeping up with fast changing technology and passengers' expectations
  • Achieving service operational excellence is essential hygiene

Working Relationship
WHO - Customer Centricity Culture & Strategic Planning
FROM - Customer Advocacy
PURPOSE – Realignment on CX initiatives to the strategy

WHO - Operations & Engineering Division & its respective units
FROM - Sepang
PURPOSE - Ensure compliance to Customer Experience project, performance and SOP governance

WHO - Operations & Engineering Division & its respective units
FROM – Sepang
PURPOSE - Ensure compliance to Customer Experience project, performance and SOP governance

WHO – Regulatory bodies
FROM - MAVCOM, MOT, CAAM
PURPOSE - Full compliance with QoS scheme, regulations and legislations

WHO – Airline, groundhandlers, Immigration, Customs and other airport agencies
FROM - Airline, groundhandlers, Immigration, Customs and other airport agencies
PURPOSE - Ensure customer centricity culture is embedded across all staff especially front liners at the airport

WHO - Internal support division?
FROM - Commercial Services, Finance Services, Procurement & Contract, Human Resources, Planning, Development & Compliance
PURPOSE - Effective and efficient services for seamless service implementation

Competencies
  • Customer Relationship Management
  • Project Management
  • Strategy, Policy Formulation and Method

Skills
  • Extensive knowledge and thought leader in customer experience in a service delivery environment
  • Expertise in project management and business process improvement methodologies
  • Proven ability to drive change and successfully deliver customer experience related outcomes/projects in a large, complex organisation
  • Results-driven and service delivery-focused
  • Senior stakeholder management skills
  • Cross-functional team management skills
  • Creative problem solving & decision-making skills
  • Extensive knowledge and understanding of technology & digital
  • High level analytical and conceptual skills including ability to analyse information and use data to develop insights, in order to build and implement a comprehensive programme of activity to deliver for the customer
  • High level of influencing and strong communication skills and ability to engage, coach and lead others at all levels to achieve customer focused outcomes

Relevant Industries
  • Degree with minimum 7 years relevant experience.

Education
  • Bachelor's Degree in Business Administration or Management, Engineering, Computer Science, or other related discipline. Certified Customer Experience
  • Practitioner would be an added advantage.


About Company

TT Search, set up as part of the Tele-Temps Group, is growing into the leading global recruitment consultancy in this region specializing in middle management, senior recruitment and executive level placements. We endeavour to satisfy our client's complete requirements by developing and customizing our services to enable an accurate fit within the specific need, each time.

We ride on our sister company The Tele-Temps Group's strength in talent management solutions, staffing services, industrial relations consultancy and the management of business process outsourcing, which we have provided to many clients since our inception.

We specialize in placing high calibre professionals into permanent positions for all levels across.


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